Skip to main content

Email ticketing configuration

Yellow.ai's Inbox Email ticketing is a widely used approach that enables businesses and organizations to effectively handle customer inquiries, complaints, and support requests. It offers several use cases, including customer support, sales inquiries, IT support, bug reports, and complaints and feedback management. These applications allow companies to efficiently track the status of requests and provide timely updates to customers, employees, and users.

Email settings must be enabled to handle support emails in the Inbox tickets module.

note

Prerequisites to no-code email ticketing

  1. Create an email channel(email ID)
  2. Link email channel to Inbox (with forwarding address)
  3. Enable email ticketing from settings

Click here for details.

Follow the below steps to configure email settings:

  1. Open Settings > Inbox.

  2. Search and select Email settings. image

  3. Select Support email. Enabling the support email option means that all incoming emails will be forwarded to the yellow.ai Inbox instead of the actual mailbox, where they will be automatically converted into support tickets.

  4. Add Acknowledgement email for new tickets. This allows an acknowledgement email to be automatically sent to the customer when a new support ticket is created in the inbox, while the inbox agent takes up the ticket to resolve the customer's query. This practice is widely used in the support ticketing industry. You can choose to not send an acknowledgement email by selecting the Do not send acknowledgement email option.

  5. Add details and write the Acknowledgement email.

    • Subject : Add {{userSubject}} to reply to the same mail or you can type a new subject to send the acknowledgement as a new email instead of a reply.
    • Acknowledgement message: You can make use of the options available on the response screen (explained here) and type a message. You can also use dynamic variables in the message, commonly used variables such as Ticket ID, User subject and User name can be included by clicking Add next to the name in ticket details.
    • Click Save.

Sample acknowledgement emails​

Dear [User Name],
Thank you for contacting us regarding [Email Subject]. We have received your support request and a ticket has been created with the ID [Ticket ID]. Our support team will review your request and get back to you as soon as possible.
Best regards,
[Your Company]
Hello [User Name],
Thank you for reaching out to us with your question about [Email Subject]. This email is to confirm that your message has been received and a ticket with ID [Ticket ID] has been created. We will investigate your issue and get back to you shortly with a resolution.
Best,
[Your Company]
Hi [User Name],
Thank you for your email about [Email Subject]. We appreciate your business and want to assure you that we have received your message. Your support request has been assigned a ticket with the ID [Ticket ID], and one of our support agents will follow up with you soon.
Best regards,
[Your Company]
Dear [User Name],
Thank you for contacting our support team with your question about [Email Subject]. We want to assure you that your support request has been received and assigned a ticket with the ID [Ticket ID]. We will investigate your issue and provide a prompt response as soon as possible.
Best,
[Your Company]